ABSTRAKSI PT. RST (Rukun Sejahtera Teknik) adalah sebuah perusahaan distributor barang barang teknik di Jakarta. Di dalam PT. RST banyak sekali kegiatan operasional yang terjadi, mulai dari pengiriman barang kepada konsumen, pemesanan barang kepada supplier, penjualan barang, dsb. Untuk mempermudah kegiatan tersebut, perusahaan telah menggunakan layanan dan jaringan IT ( Information Technology ). Maka dari itu perusahaan ingin mengetahui sejauh mana penggunaan layanan dan jaringan IT, agar perusahaan dapat mengerti bagaimana mengelola layanan IT secara efektif dan efisien,dan menjamin tingkat kinerja yang telah diperjanjikan dengan pelanggan dan menjaga kestabilan operasional layanan IT ( desain, skala, ruang lingkup, target kinerja layanan IT ). Maka dari itu, Laporan Tugas Akhir ini terfokus pada kegiatan analisis kegiatan operasional perusahaan, dengan menggunakan kerangka kerja ITIL v3 yaitu, Layanan Operasi. Analisis dan audit ini meliputi perbandingan kondisi PT. RST dengan standar ITIL yang ada pada Layanan Operasi. Perbandingan ini bertujuan untuk mengetahui kekurangan apa saja yang perlu diperbaiki oleh PT. RST agar bidang teknologi informasi lebih berkembang. Teknik penelitian yang digunakan meliputi analisa, wawancara serta survei ke lapangan. Sumber data didapat dari buku buku ITIL v3 serta kegiatan operasional yang ada di PT. RST. Tujuan dibuatnya Laporan Seminar Tugas Akhir ini adalah untuk mendokumentasikan sejauh mana Layanan Operasi ITIL telah diterapkan di PT. RST. Kata Kunci : Layanan Operasi, ITIL v3, proses bisnis, teknologi informasi. vi
ABSTRACT PT. RST (Prosperity Pillars of Engineering) is a distributor of goods techniques in Jakarta. In the PT. RST lot of operational activities that occur, ranging from delivery of goods to consumers, ordering of goods to the supplier, selling goods, etc.. To facilitate these activities, the company has been using the network services and IT (Information Technology). Therefore the company wants to know how far the use of IT and networking services, so that companies can understand how to manage IT services effectively and efficiently, and ensure that performance levels have been agreed with customers and maintain the operational stability of IT services (design, scale, scope, IT service performance targets). Therefore, this Final Report focused on the analysis activities of the operational activities of the company, using the framework of ITIL v3, Service Operation. These audits include analysis and comparison of PT conditions. RST with ITIL standards that existed at the Operations Service. This comparison aims to identify any deficiencies that need to be corrected by the PT. RST to the field of information technology is more developed. Research techniques used include analysis, interviews and surveys into the field. Sources of data obtained from the books - the ITIL v3 books as well as existing operational activities at PT. RST. Target making this final seminar report is to document the extent to which the Service Operation ITIL has been applied at PT. RST. Keywords: Service Operation, ITIL v3, business processes, information technology. vii
DAFTAR ISI Lembar Pengesahan... ii Pernyataan Publikasi Laporan Penelitian... iii Pernyataan Orisinalitas Laporan Penelitian... iv Prakata... v Abstraksi... vi Abstract... vii Daftar Isi... viii Daftar Gambar... ix Daftar Tabel... x Daftar Singkatan... xi Daftar Istilah... xii Bab I Pendahuluan... 1 I.1 Latar Belakang Masalah... 1 I.2 Rumusan Masalah... 1 I.3 Tujuan Pembahasan... 2 I.4 Ruang Lingkup Kajian... 2 I.5 Sumber Data... 2 I.6 Sistematika Penyajian... 3 Bab II Kajian Teori... 4 II.1 Pengertian ITIL... 4 II.2 Tujuan ITIL... 5 II.3 Pendekatan Proses ITIL... 6 II.4 Pengertian Singkat Bagian bagian ITIL... 7 II.5 Keuntungan Menggunakan ITIL... 7 II.6 Pengertian Flowchart... 8 II.6.1 Pedoman pedoman dalam pembuatan Flowchart... 8 II.6.2 Jenis jenis Flowchart... 9 II.6.2.1 Flowchart Sistem... 9 II.6.2.2 Flowchart Paperwork / Flowchart Dokumen... 12 II.6.2.3 Flowchart Skematik... 13 II.6.2.4 Flowchart Program... 13 II.6.2.5 Flowchart Proses... 13 II.6.3 Simbol simbol Flowchart... 15 II.7 Pengertian Service Operation... 18 II.7.1 Ruang Lingkup Service Operation... 18 II.7.2 Proses proses Service Operation... 20 II.7.2.1 Event Management... 20 II.7.2.2 Problem Management... 24 II.7.2.3 Request Fulfilment... 27 II.7.2.4 Access Management... 28 II.7.2.5 Incident Management... 30 Bab III Analisis Sistem... 34 III.1 Langkah langkah Analisis Penelitian... 34 III.2 Gambaran Perusahaan... 34 III.2.1 Sejarah Perusahaan... 34 viii
III.2.2 Visi dan Misi Perusahaan... 35 III.2.3 Struktur Organisasi dan Pembagian Tugas... 36 III.3 Event Management... 41 III.3.1 Ruang Lingkup Event Management... 42 III.3.2 Konsep Dasar Event Management... 43 III.3.3 Jenis jenis Aplikasi di PT. RST... 44 III.4 Problem Management... 46 III.4.1 Ruang Lingkup Problem Management... 47 III.4.2 Konsep Dasar Problem Management... 48 III.5 Request Fulfilment... 49 III.5.1 Ruang Lingkup Request Fulfillment... 50 III.5.2 Konsep Dasar Request Fulfillment... 50 III.6 Access Management... 52 III.7 Incident Management... 55 III.7.1 Identifikasi Insiden... 55 III.7.2 Insiden Logging... 57 III.8 Tantangan, Critical Success Factor dan Resiko... 57 Bab IV Hasil Penelitian... 59 IV.1 Event Management... 59 IV.2 Problem Management... 60 IV.3 Request Fulfillment... 63 IV.4 Access Management... 64 IV.5 Incident Management... 66 IV.6 Tantangan, Critical Sucess Factor dan Resiko... 66 Bab V Kesimpulan & Saran... 69 V.1 Kesimpulan... 69 V.2 Saran... 70 Daftar Pustaka... xiii Riwayat Hidup Penulis... xiv ix
DAFTAR GAMBAR Gambar 1 Service Lifecycle. 5 Gambar 2 Proses Event Management... 23 Gambar 3 Proses Problem Management.. 26 Gambar 4 Proses Incident Management.. 33 Gambar 6 Struktur Organisasi PT. RST... 36 Gambar 7 Server PT. RST... 42 Gambar 8 Hydrant PT. RST. 43 Gambar 9 Menu Program Setup. 45 Gambar 10 Website PT. RST... 46 Gambar 11 Proses Request Fullfilment.. 51 Gambar 12 Form Login... 54 Gambar 13 User Setup 55 x
DAFTAR TABEL Tabel I - Event Management dari aplikasi EMS 44 Tabel II - Event Management 59 Tabel III - Problem Management.. 60 Tabel IV - Request Fullfilment.. 63 Tabel V - Access Management. 64 Tabel VI - Incident Management.. 66 xi
DAFTAR SINGKATAN PT. RST IT ITIL SDM CI ERP KPIs CSFs V : Perseroan Terbatas Rukun Sejahtera Teknik : Information Technology : Information Technology Infrastructure Library : Sumber Daya Manusia : Configuration Item : Enterprise Resource Planning : Key Performance Indicator : Critical Success Factor : Versi xii
DAFTAR ISTILAH Hardware : Perangkat keras Software : Perangkat Lunak Framework : Kerangka kerja Lifecycle : Siklus hidup Scope : Cakupan Input : Masukan Output : Keluaran Interface : Tampilan Event : Kejadian / peristiwa Monitoring : Mengawasi Down time : Kekurangan waktu Incident : Kejadian Error : Kesalahan Timescales : Skala waktu Inventory : Persediaan Exit : Keluar Setup : Pengaturan Point of sale : Poin penjualan Supervisor : Pengawas Internal : Dari dalam External : Dari luar Suplier : Pemasok Hydrant : Alat pemadam api Backup : Penyokong Email : Surat elektronik Inbox : Kotak Masuk Website : Situs web Update : Memperbaharui Maintenance : Pemeliharaan Form : Formulir xiii